Customer Service Sales

Darryl Garner

*** ******** ***** ? Aberdeen, Maryland 21001 ? 443-***-****

******.******@*****.***

Summary:

Highly successful operations management professional with wide-ranging

skills and extensive customer service and supervisory experience, seeking a

new career opportunity in which the following background will prove

valuable.

. Solid record of employment marked by 12 years of supervisory experience

within two major regional corporations.

. Highly customer service-oriented including demonstrated ability to

interact successfully with culturally diverse populations from service

staff to upper level corporate planners and decision-makers

. Excellent back office management skills including service operations,

staffing, scheduling, quality assurance, training, and information

technology.

. Advanced expertise in various proprietary information systems, as well as

the Microsoft Office Suite and its components, Word, Excel, and

PowerPoint

. Strong, outgoing personality: able to make an excellent first impression,

keep customers involved, and maintain ongoing, positive business

relationships

professional Experience:

CARE FIRST BLUECROSS BLUESHIELD, Owings Mills, Maryland January 1998 to

August 2012

Account Specialist, Large Employer Groups, January 2005 to Present

Working on a daily basis with human resources executives at 17 major

employers including General Motors, the Maryland Transportation

Administration, and various boards of education in states throughout the

U.S. among others, provide day to day support on service-related issues

on their employee health plans, as well as servicing high level, high

profile executive-level inquiries.

. Serve as liaison for Service Operations and Group Sales as relating to

claims, enrollment, and eligibility requirements.

. Take incoming calls on problems regarding billing and operational

issues, research them, recommend solutions, and pursue their

resolution through to completion by working with vendors, internal

departments, and any other parties involved.

. Support internal and external customers by attending open enrollment

meetings, off-site benefit fairs, and implementation meetings.

. Provide on-going training and updates for peers and management

personnel.

. Function as a subject matter expert and customer service specialist as

issues may relate to claims, contract interpretation, and benefit

translation.

Major Accomplishment:

. Assisted in the launch and implementation of the Maryland Health

Insurance Plan.

Operations Supervisor, Service Operations, January 1998 to December 2004

Managed a team averaging 15-to-25 associates who analyzed and

established management mandated service metrics in all related internal

departments, which included quality, schedule adherence, percentage of

availability, attendance, and productivity. Worked closely with members

of the Claims Adjustment Unit, Other Party Liability, Pre-Certification,

Accounting Services & Finance, and Corporate Vendors to develop standard

operating procedures that ensured the departments maintained above

average customer service levels.

Darryl Garner Page Two

Service Operations Supervisor, Continued:

. Acted a business analyst in evaluating and strategizing with middle

management to ensure that each organization was in compliance with all

service level standards, MTM measurements, staffing levels, and

quality and productivity expectations.

. Provided input and assisted in the recruiting of new associates to

ensure staffing levels were directly proportional to staffing needs.

. Also handled special projects for managers and the Director of Service

Operations in the form of executive complaints, staffing models,

recruiting, and claims adjustment.

MBNA AMERICA, Towson, Maryland 1992 to 1997

Outbound Account Manager, Affinity Marketing, 1995-97

Managed a team of 20-t0-30 telephone sales associates to achieve or

exceed departmental expectations in the areas of sales, quality, and

performance in the marketing of company backed credit cards and cash

advances.

Team Leader, 1994-95

Sales Associate, 1992-94

Began as an affinity marketing sales associate and promoted to team

leader within two years and to department manager two years later.

Military:

UNITED STATES AIR FORCE RESERVE, Dover AFB, Dover, Delaware 1988 to 1992

. Graduate, USAF School of Civil Engineering, 1988

. Interior Electrician, Base Maintenance Department, 1988-92

. Honorably Discharged at Grade of E-4

Education:

BALTIMORE CITY COMMUNITY COLLEGE Baltimore, Maryland

A.S. Degree Program, Hospitality Management 1990 to 1993

. Completed 36 credits in part time evening study

WOODLAWN HIGH SCHOOL Baltimore County, Maryland

Diploma June 1987

Further Professional Development

CareFirst BlueCross BlueShield Management Training Program Courses:

? Management Orientation ? Facilitating improved

Performance

? Facilitating Effective Meetings ? Managing Skills for

Building Commitment

? Gaining Control of Your Time ? Personality Styles

in the Workplace

? Giving and Receiving Feedback

Community Involvement:

Volunteer Head Coach and Mentor, Harford County Recreation & Parks

Volunteer Head Upward basketball & Mountain Hoops

Youth Leader and Religious Education Committee Chair for a local church

Member, Windermere Home Owners Association

(Cleanup Committee Volunteer, Flea Market Participant, Etc.)

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